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1. What do we stand for?
Social Services in Cheshire support those people who need Social Care, including those being in need of protection, to develop their abilities to live as independent and fulfilled lives as possible. In order to reach people, frontline contact with referrers and the public is a crucial part of the service.
2. Service Areas
Cheshire Social Services support:
- Children and young people under 18 and their families.
- Young people who have been cared for by the Department.
- Adults and Older People with physical disabilities, learning disabilities, mental health or drug or alcohol related problems.
- Older people who wish to remain in their own home.
- Carers, that is family and friends who look after others.
3. Referral Channels
If you wish to tell Social Services about someone you are concerned about we call this a referral.
The Social Services Access Teams provide a first point of contact for people who wish to ask for help for themselves or, with their permission, for a relative or friend. Contact with the Access Teams can be made by office visit, phone, letter, fax or e-mail, direct to the local office. These routes are also the first point of contact with Social Services by other agencies, such as health, education, police and housing.
4. The Referral
The most efficient and effective ways to make a referral to Social Services are by phone or local Access Team office visit. This enables the referrer and the Access worker to fully discuss the situation and possible ways of resolving difficulties. A referral is essentially a two way communication process. However, as this contact is not always possible, a letter, fax or online referral can be made.
- When making a referral to the local Access Team using the online form, the following guidance must be observed:
- As many fields as possible should be completed and some fields must be completed in order to proceed.
- The name, address and contact details of the person making the referral must be included. Anonymous referrals will not be accepted via the online form, as more information may be needed or details clarified by the receiving worker.
- The permission of the person being referred must have been obtained before a referral is made. Social Services rarely accept referrals without such permission, and if permission has not been obtained, an explanation must be given on the referral form.
- The on-line system should not be used where there are concerns about the safety of a child. Any concern of this nature should be telephoned to the appropriate Access Team, or, out of hours, to the Emergency Duty Team, without delay.
5. What Happens Next
Online referrals to the Access Team are checked three times per day on weekdays and we aim to assess each referral within 24 hours.
Emergency referrals should be telephoned through to the local office between 9.00 am and 5.00 pm and The Emergency Duty Team out of office hours.
The Access Team will decide whether to make a referral to a specialist team; redirect the referral to another agency or organisation; send out information; or deal with the query on the spot.
Paper copies of online referrals will be made and may become part of the confidential written records relating to individual clients of the department. Individuals have a right, under the Data Protection Act 1998 to view the records which are held about them. It is exceptional that information is withheld from a client and this should be borne in mind when making an online referral.
Online referrals will only be acknowledged where the referrer is the client, the carer or a professional such as a GP, teacher or nurse etc.
Referrals which are accepted by the department will be responded to within the County Guidelines depending on the allocated priority.
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